topic Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings. in Aerohive Migrated Content

Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Tue, 29 Oct 2019 18:15:04 GMT

Hi,

i cant manage my devices. When i log in to hivemanager i get that message:

Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

The communication to hmupdates.aerohive.com is o.k. in our firewall.

I can also search for updates.

Any ideas?

Number of Aerohive devices licensed: 0

Number of VPN Gateway Virtual Appliances licensed: 0

Number of VHMs licensed: 0

HiveManager Activated: Yes

User Manager License: Installed

Client Management License: Not Installed

Aerohive Devices in HiveManager

Aerohive Devices 61

VPN Gateway Virtual Appliances 0 Key and inventory export

We have 62 licenses

And there is one Expired Entitlement Key for 30 devices but i cant delete it

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Wed, 30 Oct 2019 02:43:48 GMT

This should just be a matter of firewall/content filter permissions, can you elaborate on what you mean by "The communication to hmupdates.aerohive.com is ok"? Do you see data leaving the firewall and a response coming back from the license server?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Wed, 30 Oct 2019 03:38:55 GMT

Do you see data leaving the firewall and a response coming back from the license server?

How can i check that manually ?

When i search for updates in hivemanager, the communication is o.k. i see data leaving and response. It seems to be the same server.

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Wed, 30 Oct 2019 03:42:21 GMT

You'd want to check the firewall logs to see if you can see any traffic going to hmupdates.aerohive.com. Device updates use different update methods than the HiveManager checking in with the license server.

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Wed, 30 Oct 2019 03:44:59 GMT

o.k. but how do i contact manually the license server ?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Wed, 30 Oct 2019 03:47:46 GMT

The HiveManager will be reaching out to the license server automatically.

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Wed, 30 Oct 2019 03:49:04 GMT

regulalry or on restart?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Wed, 30 Oct 2019 05:46:41 GMT

after a restart i can see communication on our sophos firewall with that host. but its the same as when i search for updates manually

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Wed, 30 Oct 2019 23:47:51 GMT

Thank you for letting me know. I've emailed you directly with a temporary key, could you try adding that to the HiveManager and letting me know if you see that traffic go through the firewall and get a response?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Thu, 31 Oct 2019 18:58:37 GMT

Hi, thank you. Yes i see traffic go trough:

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Thu, 31 Oct 2019 18:59:40 GMT

but Unable to validate the entitlement key (xxx).

This entitlement key does not exist.

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Fri, 01 Nov 2019 00:04:39 GMT

Sorry about that, could you try the new key I've sent you? Also, if you see traffic for that key, can you please check for any other traffic going to the same place to see if it all gets through?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Fri, 01 Nov 2019 14:58:35 GMT

Yes, the new key was o.k. and is activated. i didnt see any other traffic except that one package in that moment to 54.173.14.24

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Sat, 09 Nov 2019 02:23:39 GMT

Thank you for your patience, I reviewed this issue with our experts and they've requested HiveManager Tech data. Would you be able to go to Global Settings> Download the technical support data from the left hand side menu and email that to me at communityhelp@aerohive.com?

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

h_voss — Sat, 09 Nov 2019 15:00:33 GMT

of course. did you received it? it was an big file

Re: Your permission of account will automatically be limited because HiveManager lost the connection with the license server (hmupdates.aerohive.com). Please check your network settings.

samantha_lynn — Mon, 11 Nov 2019 22:20:36 GMT

Yes I did receive it, thank you very much for sending that over. I have created a courtesy technical support case so we can keep all the data and notes in one place. I'll review the data you just sent with our experts and let you know what the next steps are, both here and in the case.